Operations & Incident Leader with 12+ years' Experience

Angelica Oquendo

626-***-**** *****************@*****.***

PROFESSIONAL SUMMARY Analytical Operations professional with over 12 years of experience in high-stakes conflict resolution, billing integrity, and administrative leadership. Proven expert in Risk Mitigation and De-escalation, having spent 8 years with AAA navigating complex account audits and sensitive member relations. Skilled in Salesforce, RADAR, and cross-departmental collaboration. Seeking to leverage deep technical problem-solving and leadership experience into a high-level Remote Operations or Incident Management role.

CORE COMPETENCIES

Operational Leadership: Project Management, Team Training & Mentorship, Workflow Optimization, Budget Tracking.

Risk & Crisis Management: Advanced De-escalation, High-Stakes Incident Coordination, Root Cause Analysis.

Financial Integrity: Account Auditing, Billing & Fee Structure Interpretation, Discrepancy Analysis.

Technical Proficiency: Salesforce CRM, RADAR, CMS, Microsoft Office Suite, Software Troubleshooting.

PROFESSIONAL EXPERIENCE

AAA OF SOUTHERN CALIFORNIA Remote Senior Resolutions & Escalations Specialist 2023 – Current

Risk Mitigation: Diagnoses and resolves high-volatility billing and service complaints, ensuring brand preservation and member retention.

Financial Auditing: Conducts comprehensive audits on member accounts to identify technical or financial discrepancies and processes high-level adjustments.

Compliance & Policy: Interprets and communicates complex billing policies and organizational fee structures to both internal teams and external stakeholders.

Leadership & Mentorship: Trains and supports customer service staff in navigating difficult service scenarios and masteries of proprietary software.

Data Integrity: Manages detailed escalation records and case histories using Salesforce and RADAR CRM systems.

Customer Service Representative 2018 – 2022

Resolved complaints and emergencies calmly and professionally, including emotionally charged situations.

Coordinated with dispatch and service teams to ensure timely resolution and accurate documentation.

CITYSCAPE CHURCH OF LA Los Angeles, CA Operations & Media Director

Strategic Oversight: Directed operational workflows and managed internal/external communications for large-scale events and daily activities.

Project Management: Led team training initiatives and tracked departmental budgets to streamline organizational operations.

LIFECARE SOLUTIONS Receptionist (Healthcare Operations) 2014-2016

Managed billing inquiries and processed emergency service requests within a regulated healthcare environment.

Maintained 100% compliance in handling sensitive medical records and billing documentation.

EDUCATION & PROFESSIONAL DEVELOPMENT

Practical Experience: 12+ years of high-level operational experience in lieu of a degree.

Relevant Training: Advanced Negotiation & Dispute Resolution, Systems Training (Salesforce, RADAR)

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